topic Re: Contact details in Plusnet Feedback

Contact details

JohnGalloway — Fri, 13 Mar 2009 08:58:38 GMT

why do the contact details only allow for ONE phone number?
I am in the process of trying to move from Metronet to PlusNet.
twice, Customer Services have tried to contact me - or so they say.
Once, during the day, they left a message on my home phone. which, of course, i didn't get until I got home by which time it was after 6 so I couldn't call them back.
The second time no-one even bothered to leave a message so I'm not too sure quite how they're trying to contact me. maybe by carrier pigeon.
who knows.
and why they need to speak to me rather than send me an email is also a bit of a puzzle.

Re: Contact details

pjmarsh — Fri, 13 Mar 2009 09:03:22 GMT

I don't know about the Metronet side of things, but on the Plusnet portal, on this page I can enter a contact number and a mobile number. The CSC is open 24/7.
Phil

Re: Contact details

James — Fri, 13 Mar 2009 09:05:45 GMT

Hi John,
We certainly should be able to add a mobile phone number on your account.
If you'd like to PM me that number, I'll happily add it for you.

Re: Contact details

JohnGalloway — Fri, 13 Mar 2009 09:15:26 GMT

on my interim PN account, i have my work number and my mobile.
on my MN account there is only my home number.
the MN folk haven't asked for any other numbers.
both PN & MN have my email address.
all i get are cryptic messages like this:
We are pleased to be able to inform you that a member of our Customer Support Centre has now escalated your Question [number 28081413 ] for further investigation.
The following comment was added to the Question Dear mr galloway, I tried to call today to resolve your issue, we have migrated your service to the Plusnet package but need valid payment details on the Plusnet package in order to complete the transferr.
Internal
Please attempt to contact EU to get payment details for Plusnet account.
Regards,
J+++ A+++++
i got no messages on my answerphone so can only assume that no-one has tried to actrually contact me directly.

Re: Contact details

James — Fri, 13 Mar 2009 09:21:03 GMT

Hi John,
If you could possibly log into your Plusnet account to add relevant payment details, then we'll be able to start moving your service over to the Plusnet account.

Re: Contact details

JohnGalloway — Fri, 13 Mar 2009 13:06:03 GMT

thanks james
I've updated the payment details for my PlusNet account
john

Re: Contact details

JohnGalloway — Thu, 19 Mar 2009 15:09:19 GMT

so it's now been a week since I asked MN to give me some indication of how long the migration process will take ...
and (no prizes for guessing) I've not heard a thing ...:-\
what is the point of having a online query service if no one uses it
especially when , every time I Logon to my MN home page, i'm informed IN VERY BIG LETTERS that "Our Support Team has replied to Your Query".
And, somehow, I'm not convinced the PN will be any better ...

Re: Contact details

James — Thu, 19 Mar 2009 15:16:34 GMT

Hi John,
That's strange - I can't see a ticket on your account where you've asked us for that information.
However, if you'd like to give us a call and ask us to start moving your account across (we could do it within a couple of days or on your next billing date if that's more convenient), everything should be set up already for us to start the process.
I'm sorry it's been dragging out a bit!

Re: Contact details

JohnGalloway — Thu, 19 Mar 2009 15:28:04 GMT

james
thanks for the prompt reply.
my question(s) are on my MN ticket 28081413 ...
anyway, WHO should I call? MN or PN ?
more pertinently, WHY do I have to spend time hanging on the phone when it should all be done electronically?
John

Re: Contact details

James — Thu, 19 Mar 2009 15:32:50 GMT

Hi John,
Okay, something crazy has happened with your ticket and it's gone into a ticket pool that just doesn't get looked at and I'm very sorry that's happened.
Because Metronet and Plusnet are all the same company, it doesn't matter who you call, you'll speak to the same people
If you give us a ring (or raise another ticket) we'll be able to get things rolling for you. There's currently not anyone waiting to have their calls answered.

Re: Contact details

JohnGalloway — Thu, 19 Mar 2009 15:49:27 GMT

So I've rung PlusNet on 0845 140 0200 - and had to deal with an agent N SOUTH AFRICA apparently.
and the man says nothing can be progressed until somebody MIGHT ring me back tomorrow.
THAT really makes mne feel like a highly valued customer ... I can't find the Absolutely Speechless icon ...

Re: Contact details

James — Thu, 19 Mar 2009 15:55:41 GMT

Me either.
That's not good enough. Give me a few minutes.

Re: Contact details

James — Thu, 19 Mar 2009 16:06:56 GMT

John,
I think I've done everything that I need to.
Can you try logging into your Plusnet account now please?
You'll need to change your username and password in your modem and router (yourusername@plusdsl.net & the password your chose).
Let me know once you have and that it's working and I'll close your Metronet account.

Re: Contact details

JohnGalloway — Thu, 19 Mar 2009 16:15:49 GMT

james
Huzzah.
.I shall get on to that soon as I get home.
Many thanks for your help.
John

Re: Contact details

James — Thu, 19 Mar 2009 16:17:29 GMT

Thanks John.
Let me know and then I can shut your Metronet account down as obviously I don't want you paying for something you're not using.

Re: Contact details

JohnGalloway — Thu, 19 Mar 2009 18:45:52 GMT

hi james
well i'm now connected with my plusnet username.
all that worries me now is the estimated speed in the "Your product change is now complete" email which has 1.5mbs, almost 1/2 what i was getting before, and My Account Summary which shows:
"19/03/2009 BP01367585 Plusnet Value with included 10GB bandwidth £12.99(monthly) Complete"
£12.99 is a figure which doesn't appear ANYWHERE with regard to any of your packages, as far as I can see.
john

Re: Contact details

Anotherone — Thu, 19 Mar 2009 23:36:54 GMT

What are your current router ADSL stats (sync speed, attenuation, SNRM (both DownStream and UpStream)?

Re: Contact details

JohnGalloway — Fri, 20 Mar 2009 08:40:52 GMT

when I get home, I'll check

Re: Contact details

James — Fri, 20 Mar 2009 09:27:44 GMT

Sounds like it's £11.99 + £1 for the £1 domain name.
I'll get it turned off and you'll be charged £5.99 per month. I'll also close off your Metronet account and write off any outstanding charges as a goodwill gesture for the hassle you've been through.

Re: Contact details

JohnGalloway — Fri, 20 Mar 2009 09:32:11 GMT

thanks again James ...
that'll probably confuse PlusNet support though, as I raised a query about the odd billing this very morning (PN ref 28246554 )
john